### Percentage of MP letters replied to within service standard (1)

| Quarter | Number received (2) | Number completed within service standard | Percentage completed within service standard (3) | |---------------|---------------------|------------------------------------------|-----------------------------------------------| | Quarter 1 2010| 12,757 | 10,891 | 85% | | Quarter 2 2010| 8,851 | 7,994 | 90% | | Quarter 3 2010| 10,184 | 9,049 | 89% | | Quarter 4 2010| 8,926 | 8,549 | 96% | | **Full Year Outturn 2010** | **40,718** | **36,483** | **90%** | | Quarter 1 2011| 9,132 | 8,629 | 95% | | Quarter 2 2011| 7,733 | 6,878 | 89% | | Quarter 3 2011| 7,426 | 6,344 | 85% | | Quarter 4 2011| 7,379 | 6,058 | 82% | | **Full Year Outturn 2011** | **31,670** | **27,909** | **88%** | | Quarter 1 2012| 7,107 | 6,286 | 88% | | Quarter 2 2012| 6,975 | 5,870 | 84% | | Quarter 3 2012| 7,533 | 5,461 | 72% | | Quarter 4 2012| 7,128 | 4,831 | 68% | | **Full Year Outturn 2012** | **28,743** | **22,448** | **78%** | | Quarter 1 2013| 6,640 | 3,990 | 60% | | Quarter 2 2013| 6,634 | 3,748 | 56% | | Quarter 3 2013| 5,739 | 3,640 | 63% | | Quarter 4 2013| 4,993 | 3,687 | 74% | | **Full Year Outturn 2013** | **24,006** | **15,065** | **63%** |

**Footnote**

1. All figures quoted are management information and are subject to internal quality checks
2. Intake figures show the number of letters received that required a reply.
3. The service standards are: 95% completed within 20 working days